Agentless and/or pre-boot support, and field replaceable unit (FRU) isolation

ABSTRACT

Systems and methods for providing agentless and/or pre-boot technical support, and Field Replaceable Unit (FRU) isolation. In some embodiments, an Information Handling System (IHS) includes an embedded controller (EC) distinct from any processor or Basic I/O System (BIOS), the EC having program instructions stored thereon that, upon execution, cause the IHS to: implement a network stack independently of an operational status of the processor or BIOS, perform one or more diagnostic operations upon the IHS, and communicate a result of the one or more diagnostic operations to a remote server using the network stack.

FIELD

This disclosure relates generally to computer systems, and more specifically, to systems and methods for providing agentless and/or pre-boot technical support and Field Replaceable Unit (FRU) isolation.

BACKGROUND

As the value and use of information continues to increase, individuals and businesses seek additional ways to process and store information. One option is an Information Handling System (IHS). An IHS generally processes, compiles, stores, and/or communicates information or data for business, personal, or other purposes. Because technology and information handling needs and requirements may vary between different applications, IHSs may also vary regarding what information is handled, how the information is handled, how much information is processed, stored, or communicated, and how quickly and efficiently the information may be processed, stored, or communicated. The variations in IHSs allow for IHSs to be general or configured for a specific user or specific use such as financial transaction processing, airline reservations, enterprise data storage, global communications, etc. In addition, IHSs may include a variety of hardware and software components that may be configured to process, store, and communicate information and may include one or more computer systems, data storage systems, and networking systems.

In many situations, an IHS may need to be serviced or supported. For example, the IHS may have hardware and/or software that needs to be fixed, updated, removed, installed, or replaced from time to time. To address these, and other problems, certain systems and methods described herein may enable a computer manufacturer or service provider to allow customers to have access to automated, simplified support actions or operations, for example, even when an IHS is not otherwise able to boot to an Operating System (OS) or has other serious hardware or software failures.

SUMMARY

Embodiments of systems and methods for providing agentless and/or pre-boot technical support, and Field Replaceable Unit (FRU) isolation, are described herein. In an illustrative, non-limiting embodiment, an Information Handling System (IHS) may include an embedded controller (EC) distinct from any processor or Basic I/O System (BIOS), the EC having program instructions stored thereon that, upon execution, cause the IHS to: implement a network stack independently of an operational status of the processor or BIOS, perform one or more diagnostic operations upon the IHS, and communicate a result of the one or more diagnostic operations to a remote server using the network stack.

In various embodiments, the program instructions may be configured to be executed in the absence of any Operating System (OS) environment, graphical interface, or user instruction. The IHS may host a web service via the EC using the network stack, and the web service may be configured to provide the result of the one or more diagnostic operations in response to a request. Additionally or alternatively, the IHS may send an alert to a pre-registered Internet Protocol (IP) address via the EC using the network stack, and the alert may include an indication of the result of the one or more diagnostic operations.

These diagnostic operations may be configured to identify a processor failure or a BIOS failure. Additionally or alternatively, diagnostic operations may be configured to identify a power failure, a clock failure, or a code fetching failure. Additionally or alternatively, diagnostic operations may be configured to identify a defective FRU in a pre-boot environment. For example, diagnostic operations may be configured perform the identification of the FRU, at least in part, by inspecting a voltage value for each of a plurality of platform-specific nodes, and comparing a current voltage value with a previous value for each node.

In another illustrative, non-limiting embodiment, a computer-implemented method may include: implementing a network stack by an EC independently of an operational status of a processor or BIOS; performing, by the EC, one or more diagnostic operations upon the IHS; and communicating a result of the one or more diagnostic operations, by the EC, to a remote server using the network stack, wherein the one or more diagnostic operations are configured to identify a defective FRU in a pre-boot environment.

In yet another illustrative, non-limiting embodiment, a storage device may have program instructions stored thereon that, upon execution by an IHS, cause the IHS to: implement a network stack by an EC independently of an operational status of a processor or BIOS; perform, by the EC, one or more diagnostic operations upon the IHS; and communicate a result of the one or more diagnostic operations, by the EC, to a remote server using the network stack, wherein the one or more diagnostic operations are configured to identify a defective FRU in a pre-boot environment.

In some embodiments, one or more of the techniques described herein may be performed, at least in part, by an IHS operated by a user. Additionally or alternatively, the techniques described herein may be performed, at least in part, by an embedded controller within an IHS. Additionally or alternatively, a non-transitory computer-readable medium or memory device may have program instructions stored thereon that, upon execution, enable an embedded controller to perform one or more of the techniques described herein.

BRIEF DESCRIPTION OF THE DRAWINGS

The present invention(s) is/are illustrated by way of example and is/are not limited by the accompanying figures, in which like references indicate similar elements. Elements in the figures are illustrated for simplicity and clarity, and have not necessarily been drawn to scale.

FIG. 1 is a diagram illustrating an example of an environment where systems and methods for providing service and support to computing devices may be implemented according to some embodiments.

FIG. 2 is a block diagram of an example of an Information Handling System (IHS) according to some embodiments.

FIG. 3 is a block diagram of an example of a firmware controller according to some embodiments.

FIG. 4 is a flowchart of an example of a method for providing agentless and/or pre-boot technical support, and Field Replaceable Unit (FRU) isolation according to some embodiments.

DETAILED DESCRIPTION

To facilitate explanation of the various systems and methods discussed herein, the following description has been split into sections. It should be noted, however, that the various sections, headings, and subheadings used herein are for organizational purposes only, and are not meant to limit or otherwise modify the scope of the description or the claims.

A. Overview

The inventors hereof have recognized a need for providing systems and methods for service and support to computing devices. Existing tools intended to facilitate service and/or support of a client device or Information Handling System (IHS) do not adequately address numerous problems, such as, for example, situations when the IHS fails to boot a main or primary Operating System (OS) for any reason, whether due to a hardware or software problem, such that the IHS is said to be in a “degraded state.” To address these and other concerns, embodiments described herein provide Embedded Controller (EC), Basic I/O System (BIOS), and/or service OS -level intelligence to enable a client device to self-diagnose and to receive automated service and support. Scenarios where the IHS fails to boot any OS are also addressed. Additionally or alternatively, in some embodiments, the main or primary OS may be modified to implement one of more of the foregoing features.

The term “degraded state,” as used herein, refers to the state of an IHS that is not capable of booting a main or primary OS (e.g., WINDOWS®, MAC OS®, LINUX®, etc.), either fully or partially (e.g., in WINDOWS®'s “safe mode” or the like). When operating in a degraded state, the IHS may still be able to execute BIOS instructions and/or a “service OS” (SOS). In more extreme or “catastrophic” situations, the IHS may not be able to boot a service OS and/or to properly execute BIOS instructions (e.g., in the event of a CPU failure), but yet the IHS' EC may be configured to perform a number or support operations described herein.

The term “BIOS,” as used herein, refers to a type of firmware used during an IHS's booting process (e.g., power-on or reset). The BIOS initializes and tests an IHS' hardware components, and loads a boot loader or an OS from a memory device. The BIOS also provides an abstraction layer for the hardware which enables software executed by the IHS to interact with certain I/O devices such as keyboards, displays, etc. Incidentally, the Unified Extensible Firmware Interface (UEFI) was designed as a successor to BIOS to address certain technical issues. As a result, modern IHSs predominantly use UEFI firmware and the term “BIOS,” as used herein, is intended also encompass UEFI firmware and future variations thereof.

The term “EC,” as used herein, refers to a firmware controller or chipset (distinct from the BIOS) that has traditionally provided the IHS with legacy Super I/O functionality plus certain control features, including: a floppy disk controller, game port, infrared port, intrusion detection, keyboard and mouse interface, parallel port, real-time clock, serial port, temperature sensor and fan speed, and a number of general-purpose input/output (GPIO) pins. In various embodiments described herein, an EC may be outfitted with instructions that enable it to perform non-conventional operations such as, for example, implement a network stack and/or identify defective Field Replaceable Units (FRUs).

The term “service OS,” as used herein, refers to one or more program instructions or scripts distinct from an IHS's “main OS” or “primary OS” such that, upon execution by an IHS (e.g., upon failure by the IHS to load the main or primary OS), enable one or more support, diagnostics, or remediation operations to be performed independently of the state of the main or primary OS. The service OS may include one or more service and support applications, as described in more detail below. In some cases, an SOS may be stored in a recovery partition of a hard drive. Additionally or alternatively, an SOS may be stored in a Non-Volatile Memory (NVM) or flash memory built into the client system. Additionally or alternatively, the SOS may be stored in a remote location so as to allow an IHS to boot remotely “from the cloud.”

As used herein, the terms “Field Replaceable Unit (FRU)” or “Customer Replaceable Unit (CRU)” include any IHS component, circuit board, card, part, or assembly that can be quickly and easily removed from the IHS and replaced by the user or customer (typically without much technical knowledge) without having to send the entire IHS to a repair facility. In some cases, FRUs may also allow a technician lacking in-depth product knowledge to isolate and replace faulty components. Examples of identifiable FRUs include, but are not limited to, CPU(s), BIOS, memory module(s), hard drive(s), video cards, the motherboard itself, etc.

In some embodiments, service capabilities may be invoked either “pre-boot” or “pre-OS.” Pre-boot capabilities may be built into the EC and/or BIOS/UEFI, and pre-OS capabilities may be provided by a service OS. For example, pre-boot services may include enhanced EC routines configured diagnose certain IHS problems and to support a minimum degree of network communications. Additionally or alternatively, enhanced BIOS diagnostics tools may be also used to detect hardware failure, provide certain support services, etc. Conversely, pre-OS services may include enabling a service OS to provide customer automated assistance, using built-in remediation scripts to help diagnose and remediate the device, improve support efficiency using live chat, remote control support, etc.

In some implementations, pre-boot services may be focused on “no-boot” scenarios, whereas pre-OS services may be focused on operations such as remediation, boot from web, re-imaging from web, etc.

As will be understood by a person of ordinary skill in the art in light of this disclosure, virtually any IHS environment that requires service or support may implement one or more aspects of the systems and methods described herein. Furthermore, certain aspects of the connected systems described herein may be implemented by computer manufacturers, software providers, and/or service or support companies.

B. Service and Support Architecture

Turning now to FIG. 1, a diagram illustrating an example of an environment where systems and methods for providing service and support to computing devices may be implemented is depicted according to some embodiments. As shown, each of any number of client devices 102A-N may be an IHS or other computing device (generically referred to as “IHS 102,” “client 102,” “client device 102,” or “device 102”) including, for example, desktops, laptops, tablets, smartphones, and any other all-in-one (AIO) data processing device. In some situations, devices 102 may be located in geographically distributed or remote locations, such as offices, homes, etc. Each device 102 may be operated by an individual end-consumer (e.g., lay person) or customer of a computer manufacturer or software provider, for instance. In some cases, two or more of client devices 102A-N may be deployed within or managed by the same organization (e.g., a business).

Tools intended to facilitate service and/or support of client devices 102 include service technicians 103, live support operators 104, and/or backend service 105. Service technicians 103 include trained employees or contractors that can travel to the site of device 102 or that can receive the physical device 102 (e.g., at a retail store, by mail, etc.) or part(s) thereof in order to make repairs, for example. Live support operator(s) 104 may be available, for instance, when device 102 fails but it is sufficiently operational that it can still connect the user to operator(s) 104 via chat, email, text messages, Voice-Over-Internet Protocol (VoIP) call, etc. Additionally or alternatively, the user of client device 102 may place a conventional phone call to live support operator(s) 104 (e.g., using a 1-800 number or the like). In some cases, live support operator(s) 104 may interactively guide the user in an effort to correct problems with client device 102 (e.g., troubleshooting).

Backend service 105 may include one or more servers and/or IHSs configured to perform one or more automated operations with respect to device 102. In various implementations, backend service 105 may be configured to communicate with a service OS prior to and/or independently of IHS 102 being able to boot a main OS, and it may enable one or more support, diagnostics, or remediation operations to be performed remotely including, but not limited to, telemetry, error reporting, tracking, chat, etc.

Entities 102-105 may have access to network 101. In various embodiments, telecommunications network 101 may include one or more wireless networks, circuit-switched networks, packet-switched networks, or any combination thereof to enable communications between two or more of IHSs. For example, network 101 may include a Public Switched Telephone Network (PSTN), one or more cellular networks (e.g., third generation (3G), fourth generation (4G), or Long Term Evolution (LTE) wireless networks), satellite networks, computer or data networks (e.g., wireless networks, Wide Area Networks (WANs), metropolitan area networks (MANs), Local Area Networks (LANs), Virtual Private Networks (VPN), the Internet, etc.), or the like.

For purposes of this disclosure, an IHS may include any instrumentality or aggregate of instrumentalities operable to compute, calculate, determine, classify, process, transmit, receive, retrieve, originate, switch, store, display, communicate, manifest, detect, record, reproduce, handle, or utilize any form of information, intelligence, or data for business, scientific, control, or other purposes. For example, an IHS may be a personal computer (e.g., desktop or laptop), tablet computer, mobile device (e.g., Personal Digital Assistant (PDA) or smart phone), server (e.g., blade server or rack server), a network storage device, or any other suitable device and may vary in size, shape, performance, functionality, and price. An IHS may include Random Access Memory (RAM), one or more processing resources such as a Central Processing Unit (CPU) or hardware or software control logic, Read-Only Memory (ROM), and/or other types of NVMs.

Additional components of an IHS may include one or more disk drives, one or more network ports for communicating with external devices as well as various I/O devices, such as a keyboard, a mouse, touchscreen, and/or a video display. An IHS may also include one or more buses operable to transmit communications between the various hardware components.

FIG. 2 is a block diagram of an example of an IHS. In some embodiments, IHS 200 may be used to implement any of computer systems or devices 102A-N and/or 105. Moreover, IHS 200 may include a number of components, several of which may be physically disposed on a motherboard (not shown) or other printed circuit board (PCB). For example, in various embodiments, IHS 200 may be a single-processor system including one CPU 201, or a multi-processor system including two or more CPUs 201 (e.g., two, four, eight, or any other suitable number). CPU(s) 201 may include any processor capable of executing program instructions. For example, in various embodiments, CPU(s) 201 may be general-purpose or embedded processors implementing any of a variety of Instruction Set Architectures (ISAs), such as the x86, POWERPC®, ARM®, SPARC®, or MIPS® ISAs, or any other suitable ISA. In multi-processor systems, each of CPU(s) 201 may commonly, but not necessarily, implement the same ISA.

CPU(s) 201 are coupled to northbridge controller or chipset 201 via front-side bus 203. Northbridge controller 202 may be configured to coordinate I/O traffic between CPU(s) 201 and other components. For example, in this particular implementation, northbridge controller 202 is coupled to graphics device(s) 204 (e.g., one or more video cards or adaptors) via graphics bus 205 (e.g., an Accelerated Graphics Port or AGP bus, a Peripheral Component Interconnect or PCI bus, or the like). Northbridge controller 202 is also coupled to system memory 206 via memory bus 207, and to hard disk drive (HDD) 218. Memory 206 may be configured to store program instructions and/or data accessible by CPU(s) 201. In various embodiments, memory 206 may be implemented using any suitable memory technology, such as static RAM (SRAM), synchronous dynamic RAM (SDRAM), nonvolatile/Flash-type memory, or any other type of memory. Conversely, HDD 218 may include any magnetic, solid-state (SSD), or hybrid data storage device capable of storing an OS and other applications.

Northbridge controller 202 is coupled to southbridge controller or chipset 208 via internal bus 209. Generally speaking, southbridge controller 208 may be configured to handle various of IHS 200's I/O operations, and it may provide interfaces such as, for instance, Universal Serial Bus (USB), audio, serial, parallel, Ethernet, or the like via port(s), pin(s), and/or adapter(s) 216 over bus 217. For example, southbridge controller 208 may be configured to allow data to be exchanged between IHS 200 and other devices, such as other IHSs attached to a network (e.g., network 101). In various embodiments, southbridge controller 208 may support communication via wired or wireless general data networks, such as any suitable type of Ethernet network, for example; via telecommunications/telephony networks such as analog voice networks or digital fiber communications networks; via storage area networks such as Fiber Channel SANs; or via any other suitable type of network and/or protocol.

Southbridge controller 208 may also enable connection to one or more keyboards, keypads, touch screens, scanning devices, voice or optical recognition devices, or any other devices suitable for entering or retrieving data. Multiple I/O devices may be present in IHS 200. In some embodiments, I/O devices may be separate from IHS 200 and may interact with IHS 200 through a wired or wireless connection. As shown, southbridge controller 208 is further coupled to one or more PCI devices 210 (e.g., modems, network cards, sound cards, or video cards) and to one or more SCSI controllers 214 via parallel bus 211.

Southbridge controller 208 is also coupled to BIOS/UEFI 212 and to EC 213 via Low Pin Count (LPC) bus 215. BIOS/UEFI 212 includes non-volatile memory having program instructions stored thereon. Those instructions may be usable by CPU(s) 201 to initialize and test other hardware components and/or to load an OS onto IHS 200.

EC 213 combines interfaces for a variety of lower bandwidth or low data rate devices that are typically coupled to IHS 200. Such devices may include, for example, floppy disks, parallel ports, keyboard and mouse, temperature sensor and fan speed monitoring/control, among others. In various implementations, southbridge controller 208 may be configured to allow data to be exchanged between EC 213 (or BIOS/UEFI 212) and another IHS attached to network 101 (e.g., a remote server or other source of technical service) using wired or wireless capabilities of network interface adapter (NIC) 216.

In some cases, IHS 200 may be configured to provide access to different types of computer-accessible media separate from memory 206. Generally speaking, a computer-accessible medium may include any tangible, non-transitory storage media or memory media such as electronic, magnetic, or optical media—e.g., magnetic disk, a hard drive, a CD/DVD-ROM, a Flash memory, etc. coupled to IHS 200 via northbridge controller 202 and/or southbridge controller 208.

The terms “tangible” and “non-transitory,” as used herein, are intended to describe a computer-readable storage medium (or “memory”) excluding propagating electromagnetic signals; but are not intended to otherwise limit the type of physical computer-readable storage device that is encompassed by the phrase computer-readable medium or memory. For instance, the terms “non-transitory computer readable medium” or “tangible memory” are intended to encompass types of storage devices that do not necessarily store information permanently, including, for example, RAM. Program instructions and data stored on a tangible computer-accessible storage medium in non-transitory form may afterwards be transmitted by transmission media or signals such as electrical, electromagnetic, or digital signals, which may be conveyed via a communication medium such as a network and/or a wireless link.

A person of ordinary skill in the art will appreciate that IHS 200 is merely illustrative and is not intended to limit the scope of the disclosure described herein. In particular, any computer system and/or device may include any combination of hardware or software capable of performing certain operations described herein. In addition, the operations performed by the illustrated components may, in some embodiments, be performed by fewer components or distributed across additional components. Similarly, in other embodiments, the operations of some of the illustrated components may not be performed and/or other additional operations may be available.

For example, in some implementations, northbridge controller 202 may be combined with southbridge controller 208, and/or be at least partially incorporated into CPU(s) 201. In other implementations, one or more of the devices or components shown in FIG. 2 may be absent, or one or more other components may be added. Accordingly, systems and methods described herein may be implemented or executed with other IHS configurations.

In various embodiments, service and support capabilities may be built, at least in part, into a client device's EC 213 and/or BIOS/UEFI 212.

In that regard, FIG. 3 shows block diagram of an example of firmware 300 configured to implement EC 213 and/or BIOS/UEFI 212. Particularly, firmware 300 may include one or more diagnostics routines, as well as a network stack. Firmware 300 also includes NVM mailbox 301 configured to store program instructions that, upon execution, provide and/or receive one or more service and support parameters or information 302 to or from control logic 303 of CPU(s) 201 or a remote device (e.g., backend service 105) over network 101 in order to implement one or more service and support applications. In some cases NVM mailbox 301 may serve as a “mailbox” to track issues and other information persistently.

C. Service and Support Applications

In some embodiments, a variety of service and support applications may be embedded, at least in part, within BIOS/UEFI 212 and/or EC 213.

i. Pre-boot Support and Field Replaceable Unit (FRU) Isolation

Currently, certain types of system failures can take a long time to diagnose. In those cases, conventional diagnostics processes can cause a high incident of “good” parts being inadvertently replaced, creating multiple service calls and FRU dispatches—an overall expensive and undesirable customer experience.

To address these, and other problems, systems and methods described herein may enable remote diagnostics and access of an IHS without employing any software agent installed (or operating) in the IHS. In various embodiments, these systems and methods may rely upon intelligence built into the IHS's Embedded Controller or “EC”—which is in contrast with existing remote support or access techniques that rely upon a functioning OS environment.

Accordingly, the systems and methods described herein may be particularly relevant, for example, in situations an IHS suffers from a catastrophic failure (e.g., CPU failures, no video scenarios, etc.). Techniques are provided that enable control, diagnostic, and/or remediation of a “dead” IHS for maintenance and/or break/fix scenarios, regardless of the operational state of the IHS. For example, in some cases, these systems and methods may provide remote and agentless access of dead/failed IHS attributes, remote and agentless setup and configuration control of an IHS, and an accessing device/entity (e.g., a smart mobile device) remotely running deterministic algorithm, as well as coalescence of local and remote deterministic algorithms for comprehensive coverage.

Moreover, the systems and methods described herein may provide isolation of an IHS' failure to an FRU, which promotes a more optimal service experience. Techniques for identifying a FRU to exculpate, or replace, with a high degree of confidence regardless of the operational state of an IHS are provided to increase accuracy and to reduce time to resolution, and also overall user/technician contact. These techniques may include local FRU isolation process(es) that are EC-based, and therefore do not run on the IHS's main CPU. Even though such processes do not rely on the CPU, they may include IHS-initiated remote communication of FRU isolation results, for example, to backend service or technician.

These, and other systems and methods, are explained in more detail in “Section E.”

ii. Pre-boot Self-healing and Adaptive Fault Isolation

Sometimes firmware, hardware, or configuration issues can lead “no boot” conditions. Historically, the BIOS was responsible to inform the user of the failure and to stop the boot process. The inventors hereof have determined, however, that in an IHS that includes resources such as a service OS, an OS recovery environment, embedded diagnostics, and/or “call home” capabilities, the halting of the boot process by the BIOS is not ideal.

To address these, and other problems, systems and methods may enable pre-boot self-healing in the BIOS. In various embodiments, these systems and methods may enable the BIOS to, upon identifying a no boot scenario, take actions such as: bypassing failing devices, Option ROMs (OPROMs), rolling back user configuration, and/or booting to an interactive recovery environment.

In various implementations, these systems and methods may employ a strike count for each module on the boot path (USB, PCIe, HDD, NIC, etc.), flag before and after device configuration steps to identify hangs, and/or store in non-volatile memory devices that have caused a hang on previous boot and bypass in current boot. These systems and methods may also save successful boot BIOS and device (HII) configurations to be restored incase of no boot, log all bypassed and rolled back configuration for a recovery environment, and/or disable as needed PCIe links, USB ports, external connections (e.g., docks, thunderbolt, type-C, etc.).

Moreover, systems and methods may also employ preservation of the fault environment, adaptive and deterministic analysis in a failed state, recognition of a fault, and/or real-time invocations of local or remote commands in the failed state. In various implementations, techniques are provided to coalesce adaptive and learning capabilities with failed environment preservation on an IHS outside of an OS. These techniques may employ OS-agnostic unattended fault learning capability in a failed system as well as OS-agnostic unattended sequential decision making in a failed system.

iii. Automated Fault Recovery

Existing IHS recovery techniques include OS recovery tools, virus scans, disk recovery, and other diagnostics. Currently, however, there is no automated way for an IHS select and launch a given one of these recovery tools that is most suitable to address a particular failure. To date, recovery procedures still require a user to understand the failure and associated fix tool.

To address these, and other problems, systems and methods may enable automation of the tool selection and execution process, by the system BIOS, based upon the particular type of failure encountered by the IHS. In various embodiments, the BIOS may be notified of each fix tool and the types of failures each tool is intended to address.

Moreover, in some implementations, each recovery or diagnostic software tool may register its capabilities and associated OS faults or issues. The BIOS may be configured to detect boot up failures and/or delays in the boot process, and to launch appropriate tools based upon their registration information. The BIOS may also include a state machine for tools to take control of the boot process.

iv. Proactive Fault Avoidance

Generally, it is only after an IHS fault has been detected that any recovery action is initiated. By the time an IHS suffers a failure, however, its operational capability may already be severely degraded, impacting the IHS's ability to be diagnosed and negatively affecting the user's experience. Accordingly, the inventors hereof have determined that recognizing and interpreting indications leading to a failure can enable in proactive action which in turn can prevent or lessen the impact of system failure.

To address these, and other problems, systems and methods may enable proactive fault avoidance. In various embodiments, system telemetry may be resolved against normal operational boundaries using self-contained OS agnostic trending algorithms to predict system failures for proactively avoiding those failures. Examples of system telemetry data include, but are not limited to, voltage tree spanning, temperature, shock count, shock magnitude, humidity, pressure, charge cycles, discharge profile, etc. These techniques may be combined with user behavioral heuristics. Also, a maintenance mode may be scheduled during an IHS's down time (e.g., turned off or sleeping), thus creating a low impact system maintenance schedule.

In some implementations, proactive fault avoidance techniques may include a self-contained intelligent maintenance mode scheduling, persistent tracking of telemetry across several or all states of an IHS (including low power states), self-contained OS agnostic sensor amalgamation, and self-contained OS agnostic trending algorithms.

E. Pre-boot Support and Field Replaceable Unit (FRU) Isolation

When an IHS is turned on (e.g., when the user presses the power or reset button), the motherboard to which all components are connected is powered up, initializes its own firmware, and attempts to run a CPU. At this point in the boot process, if anything fails (e.g., the CPU is missing), it will likely make the IHS “dead.” These types of catastrophic failures provide no user interface, therefore the typical user has little recourse other than calling the manufacturer or technical support service. And still, these calls can be unproductive insofar as a conventional IHS would not provide useful information to the user, and would not be accessible for remote debugging. As a result, the entire IHS must be shipped for service, or two or more different replacement parts (e.g., power supply, etc.) end up being sent to the client, often unnecessarily, in hopes that one of them will solve the otherwise undiagnosed issue.

To address these problems, in various embodiments, EC 213 may include program instructions that enable EC 213 to perform one or more diagnostic operations and to implement a network protocol stack independently of an operational status of the processor and the BIOS. Even in a catastrophic situation, where the IHS is unresponsive and cannot provide a user interface, the systems and methods described herein provide some level of diagnostics via an embedded controller that is capable of identifying one or more failures, identifying a Field Replaceable Unit (FRU) that is a better candidate for replacement, and/or communicate the diagnostics information to a backend or support service without user intervention.

FIG. 4 is a flowchart of method 400 for providing agentless and/or pre-boot technical support, and Field Replaceable Unit (FRU) isolation. In some embodiments, at least blocks 402-405 of method 400 are performed in the absence of any Operating System (OS) environment, user interface, or user instruction. At block 401, IHS 200 is tuned on. Then, at block 402, EC 213 is initialized.

At block 403, EC 213 implements a network stack. For example, EC 213 may load or bind a layered set of network protocols. In some cases, an application layer, a transport layer, an internet layer, a data link layer, and a physical layer may be invoked. In other cases, fewer layers may be used sufficient to enable EC 213 to assemble and transmit at least a single message (e.g., an IP packet) to a predetermined IP address, such as the address of a backend server or the like).

In some cases, EC 213 may use the network stack to communicate via a network interface card provided elsewhere on the motherboard (e.g., network adapter in block 216). Additionally or alternatively, EC 213 may have built-in radio capabilities that enable it to send a short range signal (e.g., Bluetooth) to a nearby device, such as another IHS or a device operated by a technician on site.

At block 404, EC 213 performs one or more diagnostic operations upon the IHS. For example, EC 213 may monitor a voltage tree of nodes or component on the IHS's motherboard, and may compare present readings with previous readings stored in an NVM (e.g., NVM mailbox 301). Additionally or alternatively, EC 213 may compare actual voltage readings with expected values for each node stored in the NVM. Each IHS platform may have its own voltage tree characteristics; therefore in some cases EC 213 may include a suitable learning algorithm to help it evaluate whether a voltage value is outside a range of acceptable values for a given IHS component or node.

At block 405, the diagnostic operations, upon execution, may identify a processor failure or a BIOS failure. Additionally or alternatively, diagnostic operations may be configured to identify a power failure, a clock failure, or a code fetching failure. Moreover, by inspecting the IHS's voltage tree, these operations may be configured to identify a defective FRU when the FRU's voltage nodes are outside of an acceptable range, and/or to exculpate a good or functioning FRU when its voltage nodes are within an acceptable range.

At block 406, EC 213 may be configured to communicate the results of blocks 404-405 to a remote service or technical support personnel (e.g., backend service 105). For example, the IHS may host a web service using the network stack, and the web service may be configured to provide the result of the one or more diagnostic operations in response to a request (e.g., an HTTP GET command). Additionally or alternatively, the IHS may send an alert to a pre-registered IP address that includes an indication of the result of the one or more diagnostic operations. In some cases, a list of FRUs that have passed the voltage tree test and/or a list of FRUs that have failed the voltage tree test may be provided.

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It should be understood that various operations described herein may be implemented in software executed by logic or processing circuitry, hardware, or a combination thereof. The order in which each operation of a given method is performed may be changed, and various operations may be added, reordered, combined, omitted, modified, etc. It is intended that the invention(s) described herein embrace all such modifications and changes and, accordingly, the above description should be regarded in an illustrative rather than a restrictive sense.

Although the invention(s) is/are described herein with reference to specific embodiments, various modifications and changes can be made without departing from the scope of the present invention(s), as set forth in the claims below. Accordingly, the specification and figures are to be regarded in an illustrative rather than a restrictive sense, and all such modifications are intended to be included within the scope of the present invention(s). Any benefits, advantages, or solutions to problems that are described herein with regard to specific embodiments are not intended to be construed as a critical, required, or essential feature or element of any or all the claims.

Unless stated otherwise, terms such as “first” and “second” are used to arbitrarily distinguish between the elements such terms describe. Thus, these terms are not necessarily intended to indicate temporal or other prioritization of such elements. The terms “coupled” or “operably coupled” are defined as connected, although not necessarily directly, and not necessarily mechanically. The terms “a” and “an” are defined as one or more unless stated otherwise. The terms “comprise” (and any form of comprise, such as “comprises” and “comprising”), “have” (and any form of have, such as “has” and “having”), “include” (and any form of include, such as “includes” and “including”) and “contain” (and any form of contain, such as “contains” and “containing”) are open-ended linking verbs. As a result, a system, device, or apparatus that “comprises,” “has,” “includes” or “contains” one or more elements possesses those one or more elements but is not limited to possessing only those one or more elements. Similarly, a method or process that “comprises,” “has,” “includes” or “contains” one or more operations possesses those one or more operations but is not limited to possessing only those one or more operations. 

The invention claimed is:
 1. An Information Handling System (IHS), comprising: an embedded controller (EC) distinct from any processor or Basic I/O System (BIOS), the EC having program instructions stored thereon that, upon execution, cause the IHS to: implement a network stack independently of an operational status of the processor or BIOS; perform one or more diagnostic operations upon the IHS; and communicate a result of the one or more diagnostic operations to a remote server using the network stack, wherein the one or more diagnostic operations are configured to identify, prior to booting any Operating System (OS), a Field Replaceable Unit (FRU) to be replaced prior to a failure of the FRU.
 2. The IHS of claim 1, wherein program instructions are configured to be executed in the absence of any OS environment.
 3. The IHS of claim 1, wherein program instructions are configured to be executed in the absence of any graphical interface.
 4. The IHS of claim 1, wherein program instructions are configured to be executed in the absence of any user instruction.
 5. The IHS of claim 1, wherein the program instructions, upon execution, further cause the IHS to host a web service via the EC using the network stack, and wherein the web service is configured to provide the result of the one or more diagnostic operations in response to a request.
 6. The IHS of claim 1, wherein the program instructions, upon execution, further cause the IHS to send an alert to a pre-registered Internet Protocol (IP) address via the EC using the network stack, and wherein the alert includes an indication of the result of the one or more diagnostic operations.
 7. The IHS of claim 1, wherein the one or more diagnostic operations are configured to identify a processor failure or a BIOS failure.
 8. The IHS of claim 1, wherein the one or more diagnostic operations are configured to identify a power failure, a clock failure, or a code fetching failure.
 9. The IHS of claim 1, wherein to perform the one or more diagnostic operations, the program instructions, upon execution, further cause the IHS to: inspect a voltage value for each of a plurality of platform-specific nodes; compare a currently inspected voltage value with a previously inspected voltage value for each of the plurality of nodes; and identify the FRU based upon the comparison.
 10. A computer-implemented method, comprising: implementing a network stack by an embedded controller (EC) independently of an operational status of a processor or Basic I/O System (BIOS); performing, by the EC, one or more diagnostic operations upon the IHS; and communicating a result of the one or more diagnostic operations, by the EC, to a remote server using the network stack, wherein the one or more diagnostic operations are configured to identify a Field Replaceable Unit (FRU) in a pre-boot environment and prior to a failure of the FRU.
 11. The computer-implemented method of claim 10, wherein the method is executed in the absence of any user interface.
 12. The computer-implemented method of claim 10, further comprising automatically sending an alert to a pre-registered Internet Protocol (IP) address by the EC using the network stack.
 13. The computer-implemented method of claim 10, wherein the one or more diagnostic operations are configured to identify a clock failure.
 14. The computer-implemented method of claim 10, wherein the one or more diagnostic operations are configured perform the identification of the FRU, at least in part, by inspecting a voltage value for each of a plurality of platform-specific nodes, and comparing a current voltage value with a previous value for each node.
 15. A non-transitory, hardware storage device having program instructions stored thereon that, upon execution by an Information Handling System (IHS), cause the IHS to: implement a network stack by an embedded controller (EC) independently of an operational status of a processor or Basic I/O System (BIOS); perform, by the EC, one or more diagnostic operations upon the IHS; and communicate a result of the one or more diagnostic operations, by the EC, to a remote server using the network stack, wherein the one or more diagnostic operations are configured to identify a Field Replaceable Unit (FRU) in a pre-boot environment and prior to a failure of the FRU.
 16. The non-transitory hardware storage device of claim 15, wherein program instructions are configured to be executed in the absence of any user interface.
 17. The non-transitory hardware storage device of claim 15, wherein program instructions are configured to cause the IHS to automatically send an alert to a pre-registered Internet Protocol (IP) address by the EC using the network stack.
 18. The non-transitory hardware storage device of claim 15, wherein the one or more diagnostic operations are configured to identify a power failure, a clock failure, or a code fetching failure.
 19. The non-transitory hardware storage device of claim 15, wherein the one or more diagnostic operations are configured perform the identification of the FRU, at least in part, by inspecting a voltage value for each of a plurality of platform-specific nodes, and comparing a current voltage value with a previous value for each node. 